Loan Origination System Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a key support resource for financial institutions using Hawthorn River lending solutions.

• Oversee and resolve customer support inquiries submitted via ClickUp and other support channels.

• Assist customers in setting up loan applications, configuring settings, and managing workflows.

• Facilitate loan document generation and processing of TRID disclosures.

• Aid in collateral, appraisal, flood, and title management.

• Support fee setup, payment calculations, user administration, permissions, system troubleshooting, and loan booking.

• Provide assistance with loan renewals, modifications, post-closing tasks, and reporting functions.

• Investigate and resolve customer-reported issues, collaborating with internal teams and third-party providers as needed.

• Engage directly with financial institutions to identify underlying issues and propose solutions.

• Create post-conversation action plans to ensure customer success and effective resolution of issues.

• Develop and maintain knowledge base documentation, support guides, and resources for issue resolution.

• Identify recurring customer concerns and deliver product feedback to internal teams.

• Collect customer requirements and assist with initiatives aimed at product-utilization improvement.

• Provide virtual training and guidance to customers.

• Conduct reviews of system utilization and recommend best practices.

• Assist with testing new product updates and releases.

• Support onboarding and training initiatives for new customers as required.

• Serve as an escalation point for complex customer issues necessitating research and analysis.

⛳️ Requirements

• At least five years of relevant experience in banking, lending operations, loan documentation, loan servicing, loan administration, or loan origination support.

• Experience in generating and/or reviewing documentation for consumer, commercial, and real estate loans.

• Strong knowledge of loan operations and the complete lending process.

• Familiarity with real estate lending documentation and TRID-related consumer lending documentation.

• Experience with loan origination systems, loan documentation systems, and lending software platforms.

• Excellent analytical and problem-solving abilities.

• Outstanding verbal and written communication skills.

• Capability to manage multiple priorities while delivering exceptional customer service.

• Keen attention to detail and strong documentation skills.

• Preferred experience in community banking environments.

• Experience in supporting loan origination software systems, including configuration, maintenance, and user support, is preferred.

• Working knowledge of compliance requirements for consumer and commercial lending is preferred.

• Experience with loan document generation platforms such as LaserPro or similar solutions is preferred.

• Familiarity with Salesforce is a plus.

• Experience with ticketing systems such as ClickUp, Jira, or similar support platforms is preferred.

• Previous experience in providing customer training or product support is preferred.

• Experience in fintech or banking technology is preferred.

• Ability to independently investigate issues and conduct research.

• Comfort in working with both technical and non-technical users.

• Ability to clearly explain complex lending concepts.

• Self-motivated with the capability to manage multiple customer requests in a fast-paced environment.

• Applicants must be authorized to work in the United States without the need for sponsorship currently or in the future.

🏝️ Benefits

• Eligibility for incentive awards based on individual and business performance.

• Comprehensive range of benefits.